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  • Information
    Information regarding recent vulnerabilities

    HP is aware of the recent vulnerabilities commonly referred to as "Spectre" and "Meltdown". HP has published a security bulletin with patches for these issues and a list of impacted systems. We will continue to update the bulletin as more information becomes available and encourage customers to check the bulletin frequently.

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HP Color LaserJet CM1015/1017 MFP - Solve print problems

Print-quality problems
The following sections help identify and resolve print-quality issues.
Identifying and correcting print defects
Use the checklist and print-quality issues charts in this section to solve print-quality problems.
Print-quality checklist
Resolve general print-quality problems by using this checklist:
  1. Ensure the paper or print media used meets specifications. Generally, smoother paper provides better results.
  2. When using a special print media such as labels, transparencies, glossy, or letterhead, ensure that you have printed by type.
  3. Remove any toner build-up and run a cleaning page.
  4. Print a Configuration page and Supplies Status page at the MFP. See Information pages.
    • Check the Supplies Status page to verify that supplies are not low or empty. No information is provided for non-HP print cartridges.
    • If the Configuration and Supplies Status pages do not print correctly, suspect a problem with the MFP printing components. Contact HP Customer Care. See HP Customer Care or the flyer that came in the MFP box.
  5. Print a Demo page from the HP ToolboxFX. If the page prints, the problem is with the printer driver. Try printing from the other printer driver. For example, when using the PCL6 printer driver, print from the HP PostScript level 3 printer driver.
    Use the Add Printer Wizard in the Printers folder in Windows XP dialog box to install the HP PostScript level 3 driver.
  6. Try printing from a different program. If the page prints correctly, the problem is with the program from which you were printing.
  7. Restart the computer and the MFP and try printing again. If the problem is not resolved, choose one of these options:
    • If the problem is affecting all printed pages, see General print quality issues.
    • If the problem is affecting only pages printed in color, see Solve issues with printing color documents.
General print quality issues
The following examples depict letter-size paper that has passed through the MFP short edge first. These examples illustrate problems that could affect all of the pages that printed, whether it is color printing or black only. These topics list the typical cause and solution for each of these examples.
Problem
Cause
Solution
Print is light or faded.
The media might not meet HP specifications.
Use media that meets HP specifications.
One or more print cartridges might be low. When using non-HP print cartridges, no messages appear on the control panel or in the HP ToolboxFX.
Replace any low print cartridges.
If none of the print cartridges is low or empty, remove the print cartridges one at a time and inspect the toner roller in each to see if the roller is damaged. If so, replace the print cartridge.
Print the Supplies Status page to check the remaining life. See Supplies Status page.
Toner specks appear.
The media might not meet HP specifications.
Use media that meets HP specifications.
The paper path might need cleaning.
Clean the paper path. See the HP ToolboxFX online Help.
Dropouts appear.
A single sheet of print media might be defective.
Try reprinting the job.
The moisture content of the paper is uneven or the paper has moist spots on its surface.
Try different paper, such as high-quality paper that is intended for color laser MFPs.
The paper lot is flawed. The manufacturing processes can cause some areas to reject toner.
Try different paper, such as high-quality paper that is intended for color laser MFPs.
Vertical streaks or bands appear on the page.
One or more print cartridges might be low or defective. If non-HP print cartridges are used, no messages appear on the control panel or in the HP ToolboxFX.
Replace any low print cartridges.
The amount of background toner shading becomes unacceptable.
The media might not meet HP specifications.
Use a different paper with a lighter basis weight.
Very dry (low humidity) conditions can increase the amount of background shading.
Check the MFP environment.
One or more print cartridges might be low. If non-HP print cartridges are used, no messages appear on the control panel or in the HP ToolboxFX.
Replace any low print cartridges.
Toner smears appear on the media.
The media might not meet HP specifications.
Use media that meets HP specifications.
If toner smears appear on the leading edge of the paper, the media guides are dirty, or debris has accumulated in the print path.
Clean the media guides and the paper path.
The toner smears easily when touched.
The MFP is not set to print on the type of media on which you want to print.
In the printer driver, select the Paper tab and set Type is to match the type of media on which you want to print. Print speed might be slower when using heavy paper.
The media might not meet HP specifications.
Use media that meets HP specifications.
The paper path might need cleaning.
Clean the MFP.
Marks repeatedly appear at even intervals on the printed side of the page.
The MFP is not set to print on the type of media on which you want to print.
In the printer driver, select the Paper tab and set Type is to match the type of media on which you want to print. Print speed might be slower when using heavy paper.
Internal parts might have toner on them.
The problem typically corrects itself after a few more pages.
The paper path might need cleaning.
Clean the MFP.
The fuser might be damaged or dirty.
Clean using instructions in HP ToolboxFX.
Contact HP Customer Care. See HP Customer Care or the support flyer that came in the MFP box.
A print cartridge might have a problem.
To determine which cartridge has a problem, print the PQ diagnostics page from HP ToolboxFX.
Marks repeatedly appear at even intervals on the unprinted side of the page.
Internal parts might have toner on them.
The problem typically corrects itself after a few more pages.
The paper path might need cleaning.
Clean the MFP.
The fuser might be damaged or dirty.
Clean using instructions in HP ToolboxFX.
Contact HP Customer Care. See HP Customer Care or the support flyer that came in the MFP box.
The printed page contains misformed characters.
The media might not meet HP specifications.
Use a different paper, such as high-quality paper that is intended for color laser MFPs.
If characters are incorrectly formed so that they produce a wavy effect, the laser scanner might need service.
Verify that the problem also occurs on the Configuration page. If so, contact HP Customer Care. See HP Customer Care or the support flyer that came in the MFP box.
The printed page is curled or wavy.
The MFP is not set to print on the type of media on which you want to print.
In the printer driver, select the Paper tab and set Type is to match the type of paper on which you want to print. Print speed might be slower when using heavy paper.
The media might not meet HP specifications.
Use a different paper, such as high-quality paper that is intended for color laser MFPs.
Both high temperature and humidity can cause paper curl.
Check the MFP environment.
Text or graphics are skewed on the printed page.
The media might be loaded incorrectly.
Make sure that the paper or other print media is loaded correctly and that the media guides are not too tight or too loose against the stack. See Load trays.
The media might not meet HP specifications.
Use a different paper, such as high-quality paper that is intended for color laser MFPs.
The printed page contains wrinkles or creases.
The media might be loaded incorrectly.
Verify that the media is loaded correctly and that the media guides are not too tight or too loose against the stack. See Load trays.
Turn over the stack of paper in the input tray, or try rotating the paper 180° in the input tray.
The media might not meet HP specifications.
Use a different paper, such as high-quality paper that is intended for color laser MFPs.
Toner appears around the printed characters.
The media might be loaded incorrectly.
Turn over the stack of paper in the tray.
If large amounts of toner have scattered around the characters, the paper might have high resistivity.
Use a different paper, such as high-quality paper that is intended for color laser MFPs.
An image that appears at the top of the page (in solid black) repeats farther down the page (in a gray field).
Software settings might affect image printing.
In the software program, change the tone (darkness) of the field in which the repeated image appears.
In the software program, rotate the whole page 180° to print the lighter image first.
The order of images printed might affect printing.
Change the order in which the images are printed. For example, have the lighter image at the top of the page, and the darker image farther down the page.
A power surge might have affected the MFP.
If the defect occurs later in a print job, turn the MFP off for 10 minutes, then turn on the MFP to restart the print job.
Solve issues with printing color documents
This section describes issues that can occur when printing in color.
Problem
Cause
Solution
Only black is printing when the document should be printing in color.
Color mode is not selected in the program or printer driver.
Select color mode instead of grayscale mode.
The correct printer driver might not be selected in the program.
Select the correct printer driver.
The MFP might not be correctly configured.
Print a Configuration page. If no color appears on the Configuration page, contact HP Customer Care. See HP Customer Care or the support flyer that came in the MFP box.
One or more colors are not printing, or are inaccurate.
Sealing tape might be on the print cartridges.
Verify that the sealing tape has been completely removed from the print cartridges.
The media might not meet HP specifications.
Use a different paper, such as high-quality paper that is intended for color laser MFPs.
The MFP might be operating in excessively humid conditions.
Verify that the MFP environment is within humidity specifications.
One or more print cartridges might be low. When using non-HP print cartridges, no messages appear on the control panel or in the HP ToolboxFX.
Replace any low print cartridges.
The control panel is set for override.
Replace low or empty print cartridges.
A color is printing inconsistently after loading a new print cartridge.
Another print cartridge might be low. When using a non-HP print cartridge, it might be low or empty but you receive no indication.
Remove the print cartridge for the color that is printing inconsistently and reinstall it.
The control panel is set for override.
Replace low or empty print cartridges.
The colors on the printed page do not match the colors as they appear on the screen.
The colors on the computer monitor might differ from the MFP output.
Select Screen Match in the Color tab of the printer driver.
If extremely light colors or extremely dark colors on screen are not printing, the software program might interpret extremely light colors as white or extremely dark colors as black.
If possible, avoid using extremely light or extremely dark colors.
The media might not meet HP specifications.
Use a different paper, such as high-quality paper that is intended for color laser MFPs.
The finish on the printed color page is inconsistent.
The media might be too rough.
Use a smooth paper or print media, such as a high-quality paper that is made for color laser MFPs. Generally, smoother media produces better the results.
The finish on the printed or copied color page has light colored spots.
The media may have been bent when loaded, or the ETB may be damaged.
Load new paper and reprint or copy the document.
If the problem persists, contact HP Customer Care. See HP Customer Care or the support flyer that came in the MFP box.
Media-handling problems
Use the information in this section when the MFP experiences media-handling problems.
Print-media guidelines
  • For best results, make sure that the paper is of good quality, and free of cuts, nicks, tears, spots, loose particles, dust, wrinkles, voids, staples, and curled or bent edges.
  • For best-quality color printing, use a smooth type of paper. Generally, smoother media produces better results.
  • Check the paper package label to ensure the type of paper you are loading (such as bond or recycled) is correct.
  • Do not use media that is designed for Inkjet MFPs only. Use media that is designed for color LaserJet MFPs.
  • Do not use letterhead paper that is printed with low-temperature inks, such as those used in some types of thermography.
  • Do not use raised or embossed letterhead.
  • The MFP uses heat and pressure to fuse toner to the paper. Make sure that any colored paper or preprinted forms use inks that are compatible with this fusing temperature 210°C410°F for 0.1 seconds).
  caution:
Failure to follow these guidelines could cause jams or damage to the MFP.
Solve print-media problems
The following problems with paper cause print-quality deviations, jamming, or even damage to the MFP.
Problem
Cause
Solution
Poor print quality or toner adhesion
The paper is too moist, too rough, too heavy or too smooth, or it is embossed or from a faulty paper lot.
Verify that the appropriate media type was selected in the printer driver.
Try another kind of paper, between 100 and 250 Sheffield, 4% to 6% moisture content.
Dropouts, jamming, or curl
The paper has been stored incorrectly.
Store paper flat in its moisture-proof wrapping.
The paper has variability from one side to the other.
Turn the paper over.
Excessive curl
The paper is too moist, has the wrong grain direction, or is of short-grain construction.
Verify that the appropriate media type was selected in the printer driver.
Try printing on media from a new or different package.
Use long-grain paper.
The paper varies from side-to-side.
Turn the paper over.
Jamming, damage to MFP
The paper has cutouts or perforations.
Use paper that is free of cutouts or perforations.
Problems with feeding
The paper has ragged edges.
Use high-quality paper that is made for color laser printers.
The paper varies from side-to-side.
Turn the paper over.
The paper is too moist, too rough, too heavy or too smooth, has the wrong grain direction, or is of short-grain construction or it is embossed or from a faulty paper lot.
Try another kind of paper, between 100 and 250 Sheffield, 4 to 6% moisture content.
Use long-grain paper.
Print is skewed (crooked)
The media guides might be incorrectly adjusted.
Remove all media from the input tray, straighten the stack, then load the media in the input tray again. Adjust the media guides to the width and length of the media being used and try printing again.
More than one sheet feeds at one time.
The media tray might be overloaded.
Remove some of the media from the tray. See Load trays.
The media might be wrinkled, folded, or damaged.
Verify that the media is not wrinkled, folded, or damaged. Try printing on media from a new or different package.
MFP does not pull media from the media input tray.
The MFP might be in manual feed mode.
  • If Manual feed appears on the MFP control-panel display, press OK to print the job.
  • Verify that the MFP is not in manual feed mode and print the job again.
The media tray might be overloaded.
Remove some of the media from the tray. See Load trays.
The paper-length adjustment control in tray 2 or optional tray 3 is set at a length that is greater than the media size.
Adjust the paper-length adjustment control to the correct length.
The pickup roller might be dirty or damaged.
Contact HP Customer Care. See HP Customer Care or the support flyer that came in the MFP box.
Performance problems
Try the tips in this section if pages exit the MFP but have nothing printed on them, or when the MFP does not print any pages.
Problem
Cause
Solution
Pages print but are totally blank.
The sealing tape might still be in the print cartridges.
Verify that the sealing tape has been completely removed from the print cartridges.
The document might contain blank pages.
Check the document that is printing to see if content appears on all of the pages.
The MFP might be malfunctioning.
To check the MFP, print a Configuration page.
Pages print very slowly.
Heavier media types can slow the print job.
Print on a different type of media.
Complex pages print more slowly.
Proper fusing requires a slower print speed to ensure the best print quality.
Pages did not print.
The MFP might not be pulling media correctly.
See Media-handling problems.
The media is jamming in the MFP.
Clear the jam.
The USB cable might be defective or incorrectly connected.
  • Disconnect the USB cable at both ends and reconnect it.
  • Try printing a job that has printed in the past.
  • Try using a different USB cable.
Other devices are running on the computer.
The device might not share a USB port. When there is an external hard drive or network switchbox connected to the same port as the MFP, the other device might be interfering. To connect and use the MFP, disconnect the other device or use two USB ports on the computer.

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